Front Office Support Manager Job Redhill area,England UK,IT/Tech

12 month FTC
Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component.

In the 2024 financial year, Indra achieved revenue of € 4.84 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.

Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology.
Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.
Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers' needs, supporting them on the path to a better future.
Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.
We are seeking a Front Office Support Manager to lead the management, maintenance and delivery of services related to the front office applications for a major programme in the public transport sector. This role provides leadership across a multi‑disciplinary team responsible for L2 and L3 support, incident escalation, system improvements, and performance reporting throughout the contract's lifespan.
The position requires strong technical oversight, operational governance, and high‑level coordination with the client and internal stakeholders to ensure system stability, service excellence, and continuous improvement.

Key duties include:

Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications
Oversee operational performance and availability of front office ticketing devices and systems (validators, gates, retail devices), ensuring reliability in live transport operations
Act as the senior escalation point for front office‑related incidents, major incidents and complex technical issues, coordinating resolution across system teams and engineering groups
Lead high‑level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance
Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production and monitoring of performance metrics
Provide guidance and strategic direction to team leaders, systems engineers, administrators and analysts, ensuring robust processes, clear standards, and effective service delivery
Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment
Maintain alignment with adjacent service functions (service desk,…